Wishing Ms. Harmeet Chadha greater responsibilities and exciting challenges in this impressive new chapter!
YES BANK proudly announces the appointment of Harmeet Chadha as its new Chief Experience Officer, ushering in a fresh era of customer-centric innovation. With over twenty-five years of profound expertise in customer experience, digital evolution, compliance, and AI-powered innovation, Harmeet is set to redefine how the bank engages and delights its customers. Her mission: to craft seamless, intuitive, and future-ready service experiences that resonate deeply with every client.
Before joining YES BANK, Harmeet excelled as the Head of Customer Obsession for Branch Banking, Retail Liabilities, and Institutional Capabilities at a prominent banking institution. There, she was the driving force behind transformative cultural shifts that firmly embedded customer focus into the company’s very fabric. Among her notable achievements was leading the creation of Adi, an advanced generative AI chatbot, and designing a unified data platform that personalized customer journeys, revolutionizing digital banking experiences while boosting operational efficiency.
Harmeet’s journey includes several vital leadership roles within the same bank’s Cards and Payments, Servicing Operations, and Process Quality teams. She skillfully managed expansive operations, compliance programs, and digital transformation initiatives, always with a laser focus on putting customers first.
Earlier in her career, Harmeet spent nearly seven years at another leading financial institution where she served as Assistant Vice President for the Quality Initiatives Group. There, she pioneered Six Sigma training, drove service quality enhancements, and used customer satisfaction analytics to lay a strong foundation for experience-driven banking.
Her professional footprint also includes significant quality leadership roles at WNS, HyperQuality, and vCustomer, where she championed process excellence and elevated customer service standards across diverse sectors. Harmeet’s talent for integrating cutting-edge technologies into banking operations positions her as a pivotal leader for YES BANK’s ongoing innovation and transformation journey.
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